Sportaza Casino - La cuenta del jugador no sigue las reglas de prohibición.

The issue here is that the casino is not adhering to the rules. As someone who is addicted and, in this case, banned with an Oasis block, the casino is responsible for ensuring that I am not allowed to play. Despite informing customer service that I am banned through Oasis and they are liable for allowing me to play and should refund my deposits, they simply responded by banning me. For a casino, it should be the case that they either operate legally and enforce the Oasis ban or operate illegally. In both scenarios, the player has the right to have their losses refunded. I hope this complaint will help before I proceed with legal steps with a lawyer.

Es geht hier darum dass die casino an die regeln nicht hält , als jemand der süchtig isr und in diesem fall gesperrt ist , Oasis sperre hat , hat die casino in diesem fall dafür zu sorgen dass man nicht spielen darf , und alles ich mit den Kundenservice geschrieben habe dass ich gesperrt über Oasis bin und dass sie in diesem fall dafür haften mich spielen zu lassen , und meine Einzahlungen zurückzuerstatten , haben die als Antwort mich einfach gesperrt, als casino ist es so , entweder legal sein und dann die oasis sperre anhalten oder illegal unterwegs sein , und in beiden fällen hat der spieler das recht seine verluste zurück erstattet zu bekommen . Ich hoffe die beschwerde wird hier helfen bevor ich mit dem Anwalt die gerichtliche schritte eingehe .

Dear jadhero97,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sportaza Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly that after you informed the casino about suffering from gambling problems, your account was blocked?
• Was there any withdrawable balance on your online casino account, or any pending withdrawals before your account was blocked?
• Do I understand correctly you requested a refund of your lost deposits from the casino? With what result?

Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Point 1: I see it differently. They banned me after they found out that I had the Oasis ban. In other words, they banned me because they think that after that I won't be able to prove that I played there. I wrote about the ban, not about the addiction.

point 2 no there was no cashable credit.

point 3 yes I demand my lost money and I have justified it, casinos are not allowed to let players from Germany play if the players have an Oasis ban, you put a ban like that in order to protect yourself from gambling, and money lost at casinos that do not have a license in Germany or that do not adhere to the Oasis ban, the money must be refunded, they can decide for themselves whether peacefully or through a lawyer and court

Punkt 1 : ich sehe das anders die haben eher mich gesperrt nach dem sie erfahren haben dass ich die oasis sperre habe , sprich die haben mich gesperrt weil die denken dass ich danach nicht mehr nachweisen kann dass ich dort gespielt habe , ich habe von der sperre geschrieben une nicht von sucht .

punkt 2 nein es gab kein auszahlbares guthaben .

punkt 3 ja ich verlange mein verlorenes geld und das habe ich begründet, casinos dürfen keine spieler die aus Deutschland kommen spielen lassen , wenn die spielern Oasis sperre haben , man mache so ne sperre damit man sich vor Glückspiel schützt , und verlorenes geld bei casinos die keine Lizenz in Deutschland haben oder die sich an die oasis sperre nicht halten , das geld muss zurückerstattet werden, das können die selber entscheiden ob friedlich oder halt durch anwalt und Gericht

Dear jadhero97,

We believe the casino should offer a mechanism of self-exclusion due to gambling problems. Once you inform the casino of your gambling problems the casino should act to protect you from further play by disabling your account. According to your description of events, the casino acted accordingly after you informed them you needed protection.

Regrettably, at Casino.Guru, we do not pursue cases where a refund is requested due to a casino missing a particular license. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casino database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.

In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino.

Unfortunately, based on the information received thus far, we will not proceed further with this case. I sincerely apologize that we couldn't offer more assistance in this matter.

Please consider taking advantage of the following resources related to responsible gambling:

If you have accounts open in any other online casino not covered by OASIS I would like to call your attention to our Self-Exclusion Assistance Tool

https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link

https://casino.guru/problem-gambling-help-centers

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.